Director of Customer Service and Order Management

1 week ago


King of Prussia, Pennsylvania, United States QUAD, a SolomonEdwards Company Full time
Director of Customer Service and Order Management

Quad, a SolomonEdwards Company, is seeking a seasoned leader to oversee our Customer Service and Order Management functions. As a key member of our team, you will be responsible for building and leading a best-in-class customer support function.

This is a highly visible and critical role within our company, requiring a strategic thinker who can develop and implement a customer-focused strategy, leveraging technology and people to deliver exceptional service.

Key Responsibilities:
  • Lead a high-performing team responsible for communicating with clients regarding order status, delays, and issues.
  • Evaluate and improve our order management, customer service, and customer support processes, identifying opportunities for automation and streamlining.
  • Develop and implement a customer-centric strategy, utilizing data analytics and market trends to drive business growth.
  • Collaborate with IT to enhance our order management function and work closely with senior leadership on new business initiatives.
  • Effectively resolve client escalations and maintain a high level of customer satisfaction.
Requirements:
  • Bachelor's degree required, Master's degree preferred.
  • 10+ years of experience in a corporate customer-facing role with a proven track record of prioritizing customer needs.
  • Prior experience with order management operations and a strong understanding of customer service principles.
  • Excellent leadership, management, and communication skills, with the ability to de-escalate situations and thrive in a fast-paced environment.


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